“A growing body of research shows that an engaged workforce is the key to better customer experience.” I came across that sentence the other day and sighed. Talk about stating the obvious. It’s a bit like saying, “a growing body of research shows that ice cream tastes good.” Of course engaged workers are going to […]

I haven’t blogged in months. I feel bad about that. While I doubt any of my subscribers are waiting on the edge of their seats for the next post, I still feel I’ve broken some sort of commitment. Besides, blogging is an important part of my business model. It serves to remind current and potential […]

Every year, I work with organizations to help them tell their stories on the “Working Mother 100 Best Companies” application. Although I have been steeped in the work-life field for nearly all my professional life, I am still frequently surprised and impressed by the smart ways my clients find to support their employees and create cultures […]

Last week I attended the annual conference celebrating companies listed on Working Mother’s 100 Best Companies list. Rebranded as the WorkBeyond Summit, the event once again showcased an assortment of interesting research and best practices. Here are a few of my takeaways: Even as Paid Parental Leave Remains Elusive, Some Policies Embrace Everything From Dads […]

I am, as they used to say, “a woman of a certain age.” Not surprisingly, so are many of my friends. (Some are even men of a certain age.) And lately I’ve noticed a trend when we get together. Whereas there was a time when many of us would talk about our kids, these days […]

An opinion piece in The New York Times a few weeks ago really jolted me. I’ve had my head buried in “best company” applications all summer—helping clients put together strong submissions for the Fortune 100 Best Companies list. It’s time-consuming work, which is why I haven’t managed to post a blog in months. Heck, I’ve […]

Father’s Day may have come and gone, but the question of working fathers remains as intractable as ever. This once invisible group (“working father” was pretty much redundant 50 years ago) is now the stuff of cute commercials and rom-coms, but there remains a tremendous disconnect between what we say, as a society, and what […]

For probably a dozen years, I’ve attended the annual Great Place to Work Conference. It’s the biggest event of the year for the Great Place to Work Institute (GPTW), the organization behind Fortune’s various “best places to work” lists. The conference brings together HR, communications, and other professionals from companies of all sizes that have […]

Trying to sell a new idea or program to senior leadership? Or showcase your organization’s features to win a corporate award or land a grant? We’ve all been told that “making the business case” comes down to having good data. But while data is critical, it’s not everything. Just now I’m reading The Undoing Project by Michael Lewis. […]

Remember when great customer service wasn’t necessarily a given? When if you bought something that didn’t fit right you couldn’t assume it was returnable? And if you needed something the next day, you’d better go get it yourself? Lily Tomlin’s iconic telephone operator, Ernestine, exemplified at least a strain of “customer service” in the bad […]